Airbnb was born in 2007 when two Hosts welcomed three guests to their San Francisco home, and has since grown to over 4 million Hosts who have welcomed more than 1 billion guest arrivals in almost every country across the globe. Every day, Hosts offer unique stays and experiences that make it possible for guests to connect with communities in a more authentic way.

The Community You Will Join: 

We are seeking a very detail-oriented and innovative Lead Content Writer and collaborative team player to join our Community Support Content Strategy and Knowledge Management (CSKM) team. As part of this dynamic team, you will work closely with cross-functional partners, including front-line support staff and product teams, to ensure that our Help Center content is clear, concise, and effective. The team is committed to delivering high-quality content that enhances the customer experience and aligns with Airbnb’s global standards.

The Difference You Will Make:

As the CSKM Lead Content Writer, you will play a crucial role in developing and maintaining content for Airbnb’s Help Center and other community support surfaces. Success in this role means producing high-impact content that meets business goals and improves customer engagement. You will be responsible for managing complex content projects, ensuring timely delivery, and continuously enhancing content quality and accessibility. Your work will directly contribute to making Airbnb’s support content more intuitive and valuable for our global community.

A Typical Day: 

• Translate information into clear, easy to understand content across internal knowledge bases and community-facing surfaces (Help Center, Chat bots, etc.) in line with Airbnb's tone and voice standards
• Work with program and product managers, engineers, analysts, data scientists, researchers, and subject matter experts to measure content effectiveness, identify improvements, and propose and deliver plans to increase content quality and effectiveness (helpfulness, SEO, workflow utilization, etc.)
• Influence Airbnb's tone and voice standards, and shape CSKM’s tone and voice standards with Airbnb's wider standards in mind
• Serve as a power user for authoring tools 
• Optimize internal CSKM processes and standards
• Shape and deliver CSKM training programs 
• Lead QA programs by establishing key objectives and 
• Manage proactive improvement initiatives utilizing insights gathered from self-serve dashboards, ad hoc reports, and end-user feedback
• Develop cross-functional relationships, providing direction and oversight, making decisions, and educating others on support content dos and don’ts 

Your Expertise:

• BA/BS in Journalism, Marketing, Communications, English, related fields, or equivalent working experience preferred
• Excellent writing, editing, and proofreading skills
• Resourceful, adaptable and comfortable with ambiguity; you have worked in a fast-paced environment
• 7+ years of experience in multifaceted technical and instructional content writing, data-driven content strategy or relevant experience
• Highly versed in adopting, developing, and socializing content style standards (ex: Chicago Manual of Style), information management strategies, and taxonomies
• Proven track record of working with various authoring systems (Drupal, Confluence, ContentStack, Contenful, etc.), setting up or administrating authoring tools, and applying SEO best practices
• In-depth knowledge of customer service and/or hospitality, with strong experience writing for audiences in search of support or instruction
• Proven ability to work in a multicultural, multilingual and global organization; highly familiar with the dynamics and culture of working in global teams
• Demonstrated organizational and time-management skills with the ability to assess effort, plan ahead, deliver to agreed timelines, and evaluate success
• Highly independent, comfortable working autonomously and through ambiguity, and proactively seeks out leadership support to remove blockages 
• Ability to incorporate data-driven and insight-fueled interventions into content plans
• Experience with insurance products and customer support is highly preferred
• Experience writing or editing for LLMs is a plus

Your Location:

This position is US - Remote Eligible. The role may include occasional work at an Airbnb office or attendance at off sites, as agreed to with your manager. While the position is Remote Eligible, you must live in a state where Airbnb, Inc. has a registered entity. Click here for the up-to-date list of excluded states. This list is continuously evolving, so please check back with us if the state you live in is on the exclusion list. If your position is employed by another Airbnb entity, your recruiter will inform you what states you are eligible to work from.

Our Commitment To Inclusion & Belonging:

Airbnb is committed to working with the broadest talent pool possible. We believe diverse ideas foster innovation and engagement, and allow us to attract creatively-led people, and to develop the best products, services and solutions. All qualified individuals are encouraged to apply.

We strive to also provide a disability inclusive application and interview process. If you are a candidate with a disability and require reasonable accommodation in order to submit an application, please contact us at: reasonableaccommodations@airbnb.com. Please include your full name, the role you’re applying for and the accommodation necessary to assist you with the recruiting process. 

We ask that you only reach out to us if you are a candidate whose disability prevents you from being able to complete our online application.

How We'll Take Care of You:

Our job titles may span more than one career level. The actual base pay is dependent upon many factors, such as: training, transferable skills, work experience, business needs and market demands. The base pay range is subject to change and may be modified in the future. This role may also be eligible for bonus, equity, benefits, and Employee Travel Credits.